Uncleared Funds into Cheque Account

A payment from Nedbank was processed into my Mercantile Cheque Account on the 4 March 2019. I have made complaints since yesterday as the payment has not cleared to date but I haven’t received any feedback as to the delay, I have communicated with Nedbank and they informed me that from their side, they payment was processed and it is in the Mercantile Bank clearing account. It is highly unacceptable that I have not received any response even from my banker Victoria Harris. What is the reason for this? Is the account frozen? ********** 568